The TEM Upgrade You Shouldn’t Have to Purchase
Has this ever happened to you?
You purchase a new phone system or upgrade an existing one. Your CDR/call accounting vendor then informs you that you are going to need to purchase a new version of your CDR software (or sometimes a new system altogether!) due to upgrading your PBX/Switch to VoIP system.
Here's why you shouldn't have to pay:
If the upgrade really does require an entirely CDR/call accounting solution, then your vendor has probably not upgraded an old platform to enable open connectivity to new systems. Their software 'back end' may lack the requisite capability to dynamically adjust to new protocols and configurations. That should be a warning. Today's best practices dictate that software applications be 'open' and capable, with minimal adjustment, of connecting to a wide range of other applications. If your vendor honestly cannot accomplish this, you may be headed for even more problems downstream.
Many vendors make it part of their revenue generating plan to tack on additional revenue vis a vis upgrades and new systems. The bottom line here is that you should not have to pay again for a solution you have already purchased; that system should be able to work no matter which PBX is pushing the call records. If they feel you can afford a new PBX, try asking them to pay for an "updated" CDR/call accounting solution!
Another popular strategy is to pre-package a third party "advanced" CDR/call accounting solution into the bid for your new switch. This increases your cost and limits your choice of third party CDR reporting. Remember nothing is free! You are paying for this one way or another.
At TTI, our Call Accounting and TEM solutions have been able to adopt to phone system changes for years. We don't penalize our clients for growth and change; we encourage it! But too many vendors do not.
If you are considering an upgrade or system change-out, we urge you to dig a bit deeper with your vendor. If they cannot, or will not, configure your CDR to adjust to a new system, you may want to rethink your commitment to that vendor.